Witness Systems (NASDAQ: WITS), a leading global provider of
workforce optimization software and services, today announced that
Accor � one of the world�s largest groups in travel, tourism and
corporate services � received the DM Review �World Class Solution
Award� for its implementation of Witness Systems� Impact 360�
workforce optimization solution. More than 70 entries were
evaluated for the prestigious honor, but only seven were selected
in the final round. The judging was based on how each technology
deployment solved a business challenge, and demonstrated
innovation, measurable return on investment and business benefit.
�DM Review�s World Class Solutions Award program honors an elite
group of companies - and their solution providers - that are
leveraging business intelligence and data management technology for
corporate advantage,� said Brian Cronin, publisher of DM Review.
�Accor�s implementation of Witness Systems� Impact 360 is something
very different, innovative and significant in the success of the
company.� To reinforce the company�s commitment to providing
customers with first-class customer service, Accor � which operates
more than 4,000 hotels in 90 countries � conducted an internal
benchmarking study to identify areas for improvement within the
contact center. The initiative took place in Accor�s Sydney-based
Reservation Services Center, where the organization employs
approximately 70 multi-lingual consultants and receives more than
3,000 inbound calls per day from customers making hotel
reservations. The results revealed an inconsistency in the
performance evaluation criteria and training delivered to
consultants worldwide. To overcome the disparity, Accor turned to
Witness Systems and its Impact 360 workforce optimization solution.
Impact 360 now enables Accor the ability to perform voice and data
recording of its agent-customer interactions, providing the hotel
group with deeper insight into the customer experience, as well as
the consultants� performance. The organization can also produce
custom training content, leveraging its recorded interactions
through the contact editing functionality in Impact 360. Accor can
then automatically assign eLearning, which is then delivered
directly to the desktops of agents based on their quality
assessment scores. Since implementing the solution, Accor has seen
an increase of more than three points in its sell-to-call
conversion ratio, resulting in a 15 percent increase in room nights
reserved. In addition to achieving a level of uniformity across all
of its brands, the company has aligned corporate contact center
goals to drive customer loyalty and customer satisfaction. �This
award demonstrates the real-world value of Impact 360, and we
congratulate Accor on its innovative approach to contact center
management,� said Nancy Treaster, senior vice president, global
marketing for Witness Systems. �More and more companies are charged
with maintaining superior levels of customer service while also
driving revenue and managing costs through their centers. Witness
Systems� unified Impact 360 solution allows companies to increase
their efficiency and effectiveness by getting the best possible
performance from their people, processes and technologies.� About
Impact 360 Impact 360 is the market�s most complete workforce
optimization solution, unifying software and services for quality
monitoring, compliance/full-time recording, workforce management,
performance management and eLearning under a framework that
provides a single user interface and centralized administration and
reporting. Operating in traditional, IP and mixed telephony
environments, it maximizes the information flow within enterprises,
businesses and call centers, providing deep insight into workforce
performance, caller interactions and customer service processes,
while driving cost savings, strategic decision-making and
competitive advantage. Impact 360 enhances the customer experience
by providing visibility into a company�s entire customer service
lifecycle � from planning and establishing goals to scheduling and
deploying the appropriate staff; from measuring and recording their
performance to using that information to investigate and analyze
results; and from changing business processes and goals based on
this analysis to honing employee skills to meet those goals. About
Accor Accor, European leader in hotels and tourism, global leader
in corporate services, operates in nearly 100 countries with
160,000 employees. It offers to its individuals and corporate
clients nearly 40 years of expertise in its two core businesses:
Hotels, with the Sofitel, Novotel, Mercure, Suitehotel, Ibis, Red
Roof Inn, Etap Hotel, Formule 1 and Motel 6 brands: over 4,000
hotels and 475,000 rooms in 90 countries, as well as strategically
related activities, such as Len�tre; Services to corporate clients
and public institutions: 21 million people in 35 countries benefit
from Accor Services products � meal and food vouchers, people care,
incentive and loyalty programs. For more information on Accor,
please visit www.accor.com. About Witness Systems Witness Systems
(NASDAQ: WITS) is the worldwide leader in software and services
that help businesses capture customer intelligence and optimize
their workforce performance. The company�s Impact 360� solution
features quality monitoring, compliance and IP recording, workforce
management, performance management and eLearning. Primarily
deployed in contact centers � as well as the remote, branch and
back offices of global organizations � the workforce optimization
solution captures, analyzes and enables users to share and act on
cross-functional information across the enterprise. With Impact
360, organizations can improve interactions and the underlying
back-office processes that enhance the customer experience and
build customer loyalty. For more information, visit us at
www.witness.com. Cautionary Note Regarding Forward-looking
Statements: Information in this release that involves expectations,
plans, intentions or strategies regarding the future are
forward-looking statements that are not facts and involve a number
of risks and uncertainties. They are identified by words such as
"will," "anticipates," "expects," "intends," "plans," "believes,"
"estimates," and similar expressions and statements about present
trends and conditions that may extend into the future. These
statements are based upon information available to Witness Systems
as of the date of this release, and the company assumes no
obligation to update any such forward-looking statement.
Forward-looking statements believed true when made may ultimately
prove to be incorrect. These statements are not guarantees of
future performance and are subject to risks, uncertainties and
other factors, some of which are beyond our control and may cause
actual results to differ materially from our current expectations.
Some of the factors that could cause actual future results to
differ materially from current expectations include the company's
ability to compete successfully in the future; fluctuations and
changes in customer demand and preferences; the timing of orders;
the company's ability to manage its growth; the risk of new product
introductions and customer acceptance of new products; the rapid
technological change which characterizes the company's markets; the
risks associated with international sales as the company expands
its markets, including the risks associated with foreign currency
exchange rates; the ability of the company to complete and
integrate successfully the Demos Solutions and Exametric
acquisitions and any other acquisitions or investments it may make;
strategy and execution risks relating to these and other
acquisitions and investments; the risk of management distraction
and other consequences that might result from the review of certain
option grants and option granting practices described in the
Current Report on Form 8-K filed by the Company on August 11, 2006
and related developments, as well as other risks identified under
the caption "Management's Discussion and Analysis of Financial
Condition and Results of Operations" in the company's Form 10-K for
the year ended December 31, 2005 and its Form 10-Q for the quarter
ended March 31, 2006, as filed with the Securities and Exchange
Commission. Witness, Impact 360, Improve Everything and the Witness
logo are the trademarks (registered or otherwise) of Witness
Systems, Inc. protected by laws of the U.S. and other countries.
All other trademarks mentioned in this document are the property of
their respective owners. Witness Systems (NASDAQ: WITS), a leading
global provider of workforce optimization software and services,
today announced that Accor - one of the world's largest groups in
travel, tourism and corporate services - received the DM Review
"World Class Solution Award" for its implementation of Witness
Systems' Impact 360(TM) workforce optimization solution. More than
70 entries were evaluated for the prestigious honor, but only seven
were selected in the final round. The judging was based on how each
technology deployment solved a business challenge, and demonstrated
innovation, measurable return on investment and business benefit.
"DM Review's World Class Solutions Award program honors an elite
group of companies - and their solution providers - that are
leveraging business intelligence and data management technology for
corporate advantage," said Brian Cronin, publisher of DM Review.
"Accor's implementation of Witness Systems' Impact 360 is something
very different, innovative and significant in the success of the
company." To reinforce the company's commitment to providing
customers with first-class customer service, Accor - which operates
more than 4,000 hotels in 90 countries - conducted an internal
benchmarking study to identify areas for improvement within the
contact center. The initiative took place in Accor's Sydney-based
Reservation Services Center, where the organization employs
approximately 70 multi-lingual consultants and receives more than
3,000 inbound calls per day from customers making hotel
reservations. The results revealed an inconsistency in the
performance evaluation criteria and training delivered to
consultants worldwide. To overcome the disparity, Accor turned to
Witness Systems and its Impact 360 workforce optimization solution.
Impact 360 now enables Accor the ability to perform voice and data
recording of its agent-customer interactions, providing the hotel
group with deeper insight into the customer experience, as well as
the consultants' performance. The organization can also produce
custom training content, leveraging its recorded interactions
through the contact editing functionality in Impact 360. Accor can
then automatically assign eLearning, which is then delivered
directly to the desktops of agents based on their quality
assessment scores. Since implementing the solution, Accor has seen
an increase of more than three points in its sell-to-call
conversion ratio, resulting in a 15 percent increase in room nights
reserved. In addition to achieving a level of uniformity across all
of its brands, the company has aligned corporate contact center
goals to drive customer loyalty and customer satisfaction. "This
award demonstrates the real-world value of Impact 360, and we
congratulate Accor on its innovative approach to contact center
management," said Nancy Treaster, senior vice president, global
marketing for Witness Systems. "More and more companies are charged
with maintaining superior levels of customer service while also
driving revenue and managing costs through their centers. Witness
Systems' unified Impact 360 solution allows companies to increase
their efficiency and effectiveness by getting the best possible
performance from their people, processes and technologies." About
Impact 360 Impact 360 is the market's most complete workforce
optimization solution, unifying software and services for quality
monitoring, compliance/full-time recording, workforce management,
performance management and eLearning under a framework that
provides a single user interface and centralized administration and
reporting. Operating in traditional, IP and mixed telephony
environments, it maximizes the information flow within enterprises,
businesses and call centers, providing deep insight into workforce
performance, caller interactions and customer service processes,
while driving cost savings, strategic decision-making and
competitive advantage. Impact 360 enhances the customer experience
by providing visibility into a company's entire customer service
lifecycle - from planning and establishing goals to scheduling and
deploying the appropriate staff; from measuring and recording their
performance to using that information to investigate and analyze
results; and from changing business processes and goals based on
this analysis to honing employee skills to meet those goals. About
Accor Accor, European leader in hotels and tourism, global leader
in corporate services, operates in nearly 100 countries with
160,000 employees. It offers to its individuals and corporate
clients nearly 40 years of expertise in its two core businesses: --
Hotels, with the Sofitel, Novotel, Mercure, Suitehotel, Ibis, Red
Roof Inn, Etap Hotel, Formule 1 and Motel 6 brands: over 4,000
hotels and 475,000 rooms in 90 countries, as well as strategically
related activities, such as Lenotre; -- Services to corporate
clients and public institutions: 21 million people in 35 countries
benefit from Accor Services products - meal and food vouchers,
people care, incentive and loyalty programs. For more information
on Accor, please visit www.accor.com. About Witness Systems Witness
Systems (NASDAQ: WITS) is the worldwide leader in software and
services that help businesses capture customer intelligence and
optimize their workforce performance. The company's Impact 360(TM)
solution features quality monitoring, compliance and IP recording,
workforce management, performance management and eLearning.
Primarily deployed in contact centers - as well as the remote,
branch and back offices of global organizations - the workforce
optimization solution captures, analyzes and enables users to share
and act on cross-functional information across the enterprise. With
Impact 360, organizations can improve interactions and the
underlying back-office processes that enhance the customer
experience and build customer loyalty. For more information, visit
us at www.witness.com. Cautionary Note Regarding Forward-looking
Statements: Information in this release that involves expectations,
plans, intentions or strategies regarding the future are
forward-looking statements that are not facts and involve a number
of risks and uncertainties. They are identified by words such as
"will," "anticipates," "expects," "intends," "plans," "believes,"
"estimates," and similar expressions and statements about present
trends and conditions that may extend into the future. These
statements are based upon information available to Witness Systems
as of the date of this release, and the company assumes no
obligation to update any such forward-looking statement.
Forward-looking statements believed true when made may ultimately
prove to be incorrect. These statements are not guarantees of
future performance and are subject to risks, uncertainties and
other factors, some of which are beyond our control and may cause
actual results to differ materially from our current expectations.
Some of the factors that could cause actual future results to
differ materially from current expectations include the company's
ability to compete successfully in the future; fluctuations and
changes in customer demand and preferences; the timing of orders;
the company's ability to manage its growth; the risk of new product
introductions and customer acceptance of new products; the rapid
technological change which characterizes the company's markets; the
risks associated with international sales as the company expands
its markets, including the risks associated with foreign currency
exchange rates; the ability of the company to complete and
integrate successfully the Demos Solutions and Exametric
acquisitions and any other acquisitions or investments it may make;
strategy and execution risks relating to these and other
acquisitions and investments; the risk of management distraction
and other consequences that might result from the review of certain
option grants and option granting practices described in the
Current Report on Form 8-K filed by the Company on August 11, 2006
and related developments, as well as other risks identified under
the caption "Management's Discussion and Analysis of Financial
Condition and Results of Operations" in the company's Form 10-K for
the year ended December 31, 2005 and its Form 10-Q for the quarter
ended March 31, 2006, as filed with the Securities and Exchange
Commission. Witness, Impact 360, Improve Everything and the Witness
logo are the trademarks (registered or otherwise) of Witness
Systems, Inc. protected by laws of the U.S. and other countries.
All other trademarks mentioned in this document are the property of
their respective owners.
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